Senior Incident Management Analyst

The Incident Management Analyst – Senior is responsible for leading end-to-end management of critical incidents, ensuring fast identification, effective coordination across technical teams, and clear communication with stakeholders. This role acts as a technical and operational reference during high-severity situations, ensuring business continuity, impact mitigation, and adherence to governance processes.

What your day-to-day will look like

• Act as the Incident Commander during critical and high-impact incidents, coordinating multiple technical and business teams toward effective resolution;
• Assess, classify, prioritize, and escalate incidents based on severity, business impact, and urgency;
• Lead war rooms, establishing clear ownership, aligning diagnosis and action plans, tracking timelines, and driving decisions until service is restored;
• Ensure clear, structured, and continuous communication with technical teams, business stakeholders, leadership, and external partners throughout the incident lifecycle;
• Manage technical and executive escalations, ensuring the right stakeholders are involved at the right moment;
• Track and ensure compliance with SLAs, response times, and key incident metrics, including MTTD, MTTA, and MTTR;
• Validate incident closure and ensure proper documentation, evidence, timelines, decisions, and governance records are captured;
• Lead and support post-mortems and Root Cause Analyses (RCAs), transforming incidents into actionable learnings and ensuring preventive and corrective actions are defined and followed through;
• Proactively identify operational risks, recurring patterns, and opportunities to strengthen incident management practices;
• Contribute to the evolution of processes, playbooks, runbooks, escalation paths, and operational rituals, helping us build an increasingly scalable and resilient incident management operation;
• Partner with Technology, Product, Operations, and other teams to continuously improve incident readiness and response;
• Act as a technical and behavioral reference for junior analysts, sharing knowledge and helping raise the maturity of the team.

What you need to shine in this role

• Solid experience in Incident Management within critical and high-availability environments, such as payments, technology, 24x7 operations, NOC, SOC, or Command Centers;
• Proven ability to coordinate complex incidents and make decisions under pressure, bringing structure and direction even when information is incomplete;
• Experience managing technical and executive escalations and engaging stakeholders across different teams and seniority levels;
• Excellent verbal and written communication skills, with the ability to translate technical scenarios, risks, and impacts into clear messages for both technical and non-technical audiences;
• Hands-on experience working with SLAs, operational KPIs, and incident management metrics;
• Practical knowledge of incident management and governance frameworks such as ITIL or similar;
• Strong sense of ownership and accountability, taking responsibility for driving incidents from identification through resolution and follow-up;
• A calm, analytical, and objective approach to critical situations, combined with the ability to act with agility when decisions are required;
• Strong influencing and stakeholder management skills, with the ability to engage multiple teams without necessarily having direct authority over them;
• A continuous improvement mindset and the ability to connect operational decisions with their broader business impact;
• Clear, assertive, and respectful communication, particularly in high-pressure situations;
• Advanced English proficiency, with the ability to confidently communicate with global teams and international stakeholders.

Bonus points if you have

• Certifications such as ITIL, COBIT, ISO 20000, or similar;
• Previous experience in payments, fintechs, financial services, or large-scale digital platforms;
• Experience with monitoring, observability, alerting, and incident management tools;
• Experience leading structured Root Cause Analyses (RCAs) and developing corrective and preventive action plans;
• Previous experience acting as a technical reference, mentor, or informal leader within operational or technology teams;
• Experience supporting globally distributed, business-critical, or 24x7 operations.

EBANX offers:

• Performance Bonus: Annual bonus program based on company results.
• Meal Allowance: Monthly allowance to support your meals.
• EBANX Education: Financial assistance for undergraduate, graduate, and MBA programs to support your professional growth.
• EBANX Skills: Dedicated budget for courses, certifications, and workshops to encourage continuous learning.
• Language Classes: Language classes to support your personal and professional development.
• Health & Well-being: Medical and dental plans with extensive coverage, including support for dependents and wellness programs.
  Flexible Work Culture: Semi-flexible hours, additional day off on your birthday, and year-end break to support work-life balance.
• Well-being Program: Access to activities and resources that promote physical and mental health.

Learn more about our #ebanxlife on LinkedIn and Instagram, and see what it’s like to be part of a global team that breaks barriers, creates opportunities, and celebrates every achievement together.

✨ An Out Of The Ordinary career is waiting for you here!

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